I went to FedEx today to mail a package.  I was waiting in line behind a man and a woman.  As they reached the front of the line, the clerk said to the man, “Are you her husband?”.  “Yes I am” he responded proudly.  “Well,” said the clerk, “I’ve been doing business with your wife for two years.  It’s nice to meet you!”
What a great common sense service close encounter to witness!  If the clerk had stopped with “Are you her husband?” it would have been a case of small talk.  Even at just that, she surpassed most people on the front lines.  But to convert the small talk to business is an art that should be encouraged by all management of front line personnel.  By adding the line about the length of the business relationship, the clerk showed that the business relationship was valued.  She didn’t even have to say that… it was evident.

 What is the small talk in your business that can be turned toward business?  Why not make that the focus of your next staff meeting?!